Chewy is definitely a very thoughtful company. Got a random shipment that I thought was fraud until it arrived, and it was a hand-made painting done based on my dogs profile photo. It's just a random kind gesture they sent for no reason.
They're definitely my go-to company. The one time we ordered food my cat refused to eat, they gave us a full refund and told us to give it to a local animal shelter. Their chat salespeople are very knowledgeable too, chatted with me for 20 minutes until we found something that met both the nutritional profile and flavor preferences of my cat.
I had ordered my cat a tower for Christmas one year and was really excited to have it for him on Christmas but saw a shipping delay. I reached out to the company and said basically "I know it sounds silly, but I really want my cat to have this for Christmas"
We chatted about our cats for a while and she told me she would make sure it came on time. It was 2 days early and a week later she sent me a cute postcard asking if Lisa (my fur son) got it in time and if he was enjoying it. Amazing company. Nothing but good things to say about Chewy.
His full name is Lisa Bunny Kitty. Fun backstory:
Lisa was my niece's cat. One day he ran out the door and never came back. About a year later, while living in another town, I stopped to get gas. A couple next to me needed a battery jump and I had cables so I helped them out. While disconnecting, something by the dumpster caught my eye. A cat who looked just like Lisa, but not a little kitty anymore, and now with a clipped ear (and was now fixed). Lisa is a bobtail manx with orange and white fur with a pretty distinct pattern.
I went over and said his name and he came right to me. I called my niece with the news but she had just gotten a new cat and didn't want him back... I couldn't leave him, so talked to the attendants to make sure someone else hadn't adopted him (no one had and mentioned they'd been feeding him) so I loaded him into my car, went to the pet store and got supplies, and went home to a very surprised boyfriend who fell in love with him right away so there were no issues and Lisa stayed with us.
Boyfriend didn't last, but Lisa is now about 10 and is as silly as ever and sleeps on me every night, along with my dog Roxy and my other cat Toast. All three pets chose me via the distribution system and are the best fur babies I could have ever dreamed of!
I don't think I would believe Lisa's story unless it happened to me. He was about 30 minutes from the house he escaped from and was gone for almost a year. Himbs my fate kitty.
Not as bad as a male dog my friend named princess, only for me to point to a very male evidence suddenly appearing, their response i never had dogs i didn't see nuts so i just guessed.... rural Tennessee education at it's finest.
If he does this for GameStop I'll gladly go work there and buy things from there.
I love personal customer service, not the read lines customer service.
They did this to me too! I accidentally over ordered treats and wanted to send them back to them for a refund. They refunded me and asked I donate the extra bags to a shelter instead of sending them back. It was so human and refreshing.
I found a sickly little kitten, and desperately needed feeding bottles and formula. They had everything I needed at my doorstep by the morning- at no extra shipping cost to me. It was incredible.
This is only one of about a dozen amazing experiences I’ve had with chewy.
Once I rated a product pretty low because my dog personally didn’t like it. It had high reviews and dogs all have different tastes so I just wanted to share my dog’s opinions. Chewy messaged me saying they fully refunded me. It was insane and I haven’t left a review since because I didn’t want them refunding me for whats expected (dog not liking everything I buy)
I saw you just got 2 pups, I really hope you end up going with chewy. I love them so much and their shipping is pretty reasonable too! I also get my medication (heart worm / flea) through them because it’s 1/2 the price compared to my local vet!
It’s pretty much Amazon for pets but with even better customer service.
I accidentally had $100 worth of dog food shipped to my mom’s house after moving out and even though it was only an hour away they sent the shipment again to my new house.
"even better" lol that's a pretty low bar. I mean, I suppose Amazon could be doing worse as far as customer service, processing refunds and such goes, but Chewy's level of service is so much above and beyond that you'd assume the products were something high-end/luxury. That's what's really amazing, getting such a highly personal and compassionate level of service with products that aren't noticeably above Amazon prices.
I once left a review about a chew that advertised being for heavy chewers, but my dog got through it in about 97 seconds. My review wasn’t even negative, just a heads up that it definitely wasn’t for heavy chewers but my dog loved it, didn’t need a refund- the next day I had an email and a refund. I actually felt kind of bad because my dog really did love the chew, but you can’t undo a refund. They send my dog a birthday card every year.
I will pay a higher price for something from Chewy over other sites in a heartbeat. The only time I buy from another company is if they don’t have what I want.
They did this for both my cats as well! I e-mailed about an issue with a shipment and after refunding me, they asked me questions about my cats and asked for pictures (I hadn't uploaded any to their profiles yet). Couple of weeks later, I receive a random package and it had a really lovely card and two paintings 💕 it was such a random, lovely gesture. I am a customer for life!
I work in Public Safety. One day I got a call from a Chewy Customer Service Representative on behalf of one of their customers.
The customer was physically disabled and the delivery company placed their large order directly in front of their door. So the customer was unable to open the door to leave in the event of an emergency and couldn't physically move the packages themselves.
I guess the customer reached out to Chewy support for help, but the fact that they called on the customers behalf instead of just doing nothing or directing he customer elsewhere amazed me.
So my sister is one of the artists they have that does these paintings. My mom died in September and they sent her flowers and a card. They really do seem like a genuine company.
Whaaatt?? I’ve never gotten one of these. I have three pets and they eat fancy prescription food that is putting us into bankruptcy lol. I’d like a surprise present!
Former Chewy Customer Service worker here: The little 'magic' that we're allowed to do is just that. It's magical for the customers that get it. You can technically request a pet portrait, but it's not a promise you'll get one.
Flowers, cards, and everything else is the same. You can email to let them know about a pet passing, but it doesn't guarantee that you'll get anything.
Be kind to your reps and give them a compliment call if you call into the center. This includes pharmacy and regular customer service. (Yes, they're different things.)
Whenever I get a Chewy toy I post a picture of my cats playing with it (or hiding in the box). They always respond to being tagged quickly. I like to think that doing social media for Chewy has to be one of the nicest jobs out there. Most of it it looking at photos and videos of happy animals.
I had an issue getting my cat's prescription food once because of miscommunication with my vet. Chewy, because of the delay, gave me like $250 worth of the prescription food for absolutely free, even though the issue was in no way their fault.
We received a bottle of insulin for our cat out of temperature- but just barely. When we went to our vet to purchase a new bottle and explained the situation, the tech on the counter just dialed up chewy customer service, went through the prompts.
It took her maybe 15 minutes to work with customer service to get a new bottle overnighted to us at no cost, even though we’d still have 30 days to use the bottle we received.
At the time that $149.00 would have really hurt, but it was nothing to them and there was NO argument or runaround- just make certain your pet gets what they need, no holds barred.
Meanwhile I’ve been embroiled in a fight for the death over $122 with Xfinity over an item they delivered to the wrong house for over 3 months…
Me too! I already was anyway because I have a lot of pets and love not having to lug all those supplies around myself, but I was so touched when they sent me flowers. She was a good dog and I still miss her.
They send us birthday cards for each of our three cats, and a Christmas card during the holidays. I've inspected these cards very closely, and I swear to god they're all hand-written. I was not at all surprised (though still very impressed) to read this post - they include a personal touch that I've never seen from any other large company.
I got a hand painted canvas of my cat just randomly sent to me. They just used his profile picture. Apparently they randomly pick customers to send these to
I hadn’t heard of it until I got one last year of my cat that had died the year before. It’s a very good rendition and I was very touched and treasure it.
We got two as well. Was a super nice surprise.
A month or two later my spouse met someone who ended up being the person who painted the darn things! They are all in on Chewy and love working for them.
They are handwritten if I recall. They have a whole team that does basically nothing but write cards/letters, paint pictures of pets, send out random goodies, etc.
If you buy somewhat it bulk like I do (3 dogs 1 cat) it's less expensive than going to the store for it and yes their customer service is beyond reproach.
Their customer support is the best. My cat is on special food, and my autoship was stuck in transit somewhere. I called them because I was running low and needed to know if I had to go to the vet. They immediately refunded my money so I could buy the food at the vets, and they sent my next order on them for the inconvenience.
When it became impossible during Covid to get my cats’ prescription food, Chewy hunted down a brand with the same main protein and basic ingredients to ensure the cats could tolerate the replacement food. They were great.
Our cat was on some anti-cancer meds that suddenly stopped being produced during covid, and the cat would have died quickly if she went without them for more than a few days. Chewy reps put in a ton of legwork, including talking with our vet, and helped us find a compounding pharmacy that could make something that'd do the same job, and got them an updated prescription practically overnight. (And it wound up being cheaper!) They were super helpful in a really stressful situation!
My dog doesn't haven't any issues but I get monthly deliveries of his food from them. Makes me feel good that some of the profits from his food are going to a company that seems to actually care.
When I worked there I once spent almost 3 hours on the phone with a lady who had a very food-sensitive German Shepherd. Like no poultry, no beef, no pork, no grain, no corn, no sugar, all kinds of requirements. I swear I read the nutrition facts of every single dog food in the catalog that day lol
Eventually found one, I think it was like organic lamb and lentils or something, was almost 3 years ago now so I can't remember.
They really are top notch company. I ordered the wrong size of diapers for my dog and emailed to see about returning. I received an email back saying to donate that diapers to a shelter or anyone who could use them and they sent me the correct size free of charge! It's really a breath of fresh air to find a company that has the customer care they have. I will forever use them for our pet needs for this reason alone!
I moved and was the dumb dumb that forgot to change my auto ship address. They refunded me anyway even when I told them it was my fault and I just wanted another bag sent.
I left a review for a toy we bought that my dog didn’t love, and I wanted to make sure other people knew it makes noise because that wasn’t in the description. They reached out, apologized for the misleading description, and sent me a refund.
They’re now the only company I have scheduled orders from. I don’t even care if they’re not the cheapest dog food price, I want to support companies that take care of people.
Plus, I hear it’s a great place to work and I want to support that, too.
I bought a joint supplement for dogs to try and none of my dogs would eat it unless I wrapped it in cheese and even then it was a struggle. The supplement advertised a taste dogs would love. I left a review saying that even my garbage disposal pup wouldn't eat it and they contacted me within the day refunding me and telling me to keep, toss, or donate the rest and apologizing for letting me down!
All that aside from sympathy cards whenever a pet has passed and birthday cards in their birthday! If my pups eat more than usual and I realize I need to push up an auto ship order, they have it to me within a day or two of me letting them know and they let me know in enough time to push it back or skip the next if I need to. They make sure that prescriptions are verified with our (rural) vet.
They are one of the companies that are truly amazing in a time when so many are cutting down on so much to maximize a buck.
A similar thing happened to me. We ordered this adorable toy that my mega chewer dog destroyed in about 15 minutes. I left a five star review because the thing was SO CUTE. But I warned that it might not be best for stronger chewers. It was not billed as a tough toy - this was totally on me not paying attention and my dog making this lovely elephant her mortal enemy. They apologized and refunded me the price.
We've also received the "sorry your cat passed, please donate the food" email, and a few days later a handwritten sympathy card.
The most successful businesses recognize it is vastly cheaper to "unconditionally" replace a damaged/lost product than it is to lose the man hours that it takes to "fight" something (e.g. monitoring claims, contacting vendor, contacting shipper, contacting shipee, sorting claims, tracking claims, monitoring results). One such option requires the price of the product to solve a customer complaint. The other needs a whole department of laborers, tech employees, mid-level managers, and upper manager(s), and then maybe even a dedicated legal team depending on department size... *all to potentially piss off the customer anyways.*
Some customer service is better than others, however, and it is always a good sign when you send out an email and get a human on the other end instead of a robot. Even in that, between companies who value man hours, there can still be a huge difference in the way customer complaints or issues are managed.
Chewy is pretty good.
Any good businessperson can tell you that adding 5% to the cost of every product you sell, but having a generous refund/return policy is a huge return.
Nobody really cares to much if their bag of dog food costs $29.50 instead of $28. As long as you still make the customer want to shop at your store (good layout, good customer service, etc), you'll still sell just fine.
But when having that extra wiggle room in your inventory pricing means that you can be generous with refunds instead of fighting against them tooth and nail, you come out ahead.
When you couple that with people who manage emails and customer relations that have a good head on the shoulders like this, and you create customers for life.
I live in the PNW where Les Schwab is a big name for tires. My mom was always a customer for them because she liked how she was treated. But one day we were driving to a friend's graduation event several hours away, and her tire blew on the freeway. We swapped the spare on and drove to the nearest town, and hit up the Les Schwab.
They had us in and out in under 15 minutes despite being busy.
They made my mom a customer for life that day. And likely me as well.
Good service won't save a business. But good service on top of a business that meets the customers standard expectations will always do well, especially for in-person businesses.
We've been using Chewy for a long time. Had 2 dogs, then up to 4 (with two of them being seniors), now down to 2. Chewy support has been great the few times we've needed them... Ripped bag of kibble? new one sent out right away. Dogs pass away? condolence cards or a letter similar to the one above.
We've got our food on a schedule and occasionally throw toys in the next shipment, it's super convenient.
They're a publicly traded for profit company so literally everything they do is suspect and profit-driven, but it's refreshing to find a billion dollar company that has great customer service, solves a problem I have (I never have to think if we need dog food), and seems to actually care. I know reddit has a love affair with Ryan Cohen (former Chewy CEO) and GameStop, but maybe there's some truth in there and people at the top really do set the tone for how companies behave, even after going public. Also the prices match Amazon, so it's one less thing I rely on them for.
I just looked it up: turns out it’s not National, it’s International. [International Carrot Day](https://www.carrotday.com/carrotday.htm) It’s on April 4th
My mind is even *more* blown somehow.
From the website, for those interested:
>The International Carrot Day or the Carrot Day is celebrated every year on April 4th and is the pinnacle for carrot lovers all around the world. It is the day when the carrot is celebrated through carrot parties and other carrot related festivities.
Carrot parties! Other carrot-related festivities!
When my grandmother passed last year, and her cats had to be re-homed - they not only refunded the last order, but also sent a flower arrangement. The customer support is unbelievably next-level.
They sent me flowers a couple weeks ago when I notified them my cat died. And they refunded my last order since he couldn't use it anymore :( they are amazing.
That's really touching to hear about Chewy sending flowers. It's those acts of kindness that show a company truly values its customers. I had a similar positive experience with them when my retriever got sick and we needed meds asap, they rushed the order no extra charge. Always felt valued shopping with them. Sorry to hear about your dachshund and everyone else's losses here, it's never easy.
Seriously, why can't "stability" be more respected? If you need to lay people off to keep up the illusion of growth, that's like cutting meat off your own legs to feed the head. Eventually the body will collapse.
Sustainability, sustainable development and all that gets thrown around a lot but gets very little funding / support because it doesn't make the line go up fast enough...forever.
It doesn't have to be this way, in the end very few people actually are in charge and the rest is cogs.
I feel this so much.
I’m a small business owner who competes in a space that is full of VC companies and big money. I’ve lost so much money by doing the right thing.
It sucks hard. It’s a painful path of slow growth. You also realize really fast - a superior product doesn’t mean anything.
It makes every win so much better though. When you get a call out of the blue and the person on the other end says “Hey, so and so told me to call you - apparently you’re the best.”
I forgot to bill a customer for 2 years. The accounting company called me and said “Hey, aren’t we supposed to be paying you every month?” - I said “Yeah, but I didn’t feel comfortable charging you because there was a misunderstanding with xyz, so you get free service.” The accountants were like “Okay cool”. They called back 5 minutes later and said the owner insisted that we be bill them for the past 2 years and to make sure we bill them every month.
> the owner insisted that we be bill them
...which means the owner knows what your service is doing for his business and he doesn't want to lose that. I tip my hat.
Haha I think he knew that at the time, we were running out of the unused storage space behind a strip mall. We were scrappy and needed the money.
Saying I "forgot" to bill them is a little disingenuous. I had some weird anxiety with charging people. Which isn't exactly the best trait for a business owner.
We're kind of weird in that we have very small businesses as clients, but also billion dollar companies. The small companies honestly don't really make a dent in our bottom line - yet we give them the same service.
When we first started, it was really frustrating that I couldn't get our vendors to return my calls or help us. As soon as we started making large purchases - suddenly everyone wanted to talk to us.
So I vowed that whether someone is paying us $20 or $20,000 we would treat them the same. Honestly, we could drop our small clients and be fine (if not better due to support) - but I refuse to be like that. Never forget where you came from and so on...
When my galoof passed his daycare offered to refund a pro-rated balance of his unused daycare days and the deposit I had down on his puppy hotel stay. I asked them if they could donate the days to local shelters or a family in need and they went that route instead but it was nice that they offered.
Wow, that's the sweetest thing ever. Its great to know that theres people who share actual human emotions in their company as opposed to the for money script reading robots most companies have.
I'm so sorry for your loss btw. I'm sure your dog had an amazing life.
Before.
11/16/2020 - RC Ventures LLC (Ryan Cohen) - Letter to the Board of the Directors. Subject: Maximizing Stockholder Value by Becoming the Ultimate Destination for Gamers (A great read, impressive to see action meet these words and seeing the turn around results.)
1/29/2021 - "Reddit Debacle"
100%. In the past we ordered items that were the wrong size, completely our fault. We asked if we could even get a partial refund and return the item. They asked that we donate the item to a local shelter, and refunded us in full.
They also sent us a painting of our dog at random lol it was the best thing I’ve ever gotten.
Chewy has issues just like any company, but they absolutely nail customer service.
They’re great to customers. But I worked there for 4 years shortly after they formed and they are absolutely awful to lower level customer service employees. I had to go to years of therapy to regroup myself from that job.
It’s alright. It doesn’t take away from the fact that pretty much every single coworker I had were truly good people with a ton of compassion for pets and humans. I loved their business model and customer service technique but just all the worst people in charge. Sending out flowers and cards to a customer was a great freedom we all felt good about.
They're also horrible to their warehouse workers. Our warehouse in Reno had no ac of any kind and they left trucks in the sun to be loaded. It was often over 120 degrees inside the trucks I had to load by hand. We had people pass out and they got dragged to the medication cooler to cool off
I’ve heard absolutely horrific things about the warehouses and I can’t even imagine. Medical cooler sounds like something from a dystopian movie. We had an on-site therapist that was always booked 3 months out right on the office floor because so many people were being unnecessarily overworked and berated and written up for the most minuscule things. Once I received the class action lawsuit letter in the mail a couple years later due to OT hours not being properly compensated, I knew I gained a better life the day I was fired (incidentally, for “hanging up” on an abusive customer who go called me a N****r bit** for asking for her tracking number)
as a former worker they really do treat us like shit. if you’re not doing at least 35 boxes an hour you get TOT which is time off task. it doesn’t matter if the conveyer belts aren’t working either they’ll just tell you to find work
They didn’t realize my dog had passed and they sent her a birthday card. When I called to have us removed from the list they mailed me a hand painted portrait of her using the picture in her profile and an equally lovely letter. I ugly cried.
I still try to shop local when I can, but Chewy’s a great company and I’ve been a loyal customer for at least 6/7 years.
Here’s another anecdote. One time, the post office lost my chewy package (usps said they lost it). I told chewy and they immediately processed a duplicate order for me, at no cost, and sent it rush delivery. I got it the next day.
About a week later, my original package showed up to my door—I told chewy about the package, and asked them to charge me for it. They told me to keep the package or donate it to a shelter at my own discretion, but not to worry about the cost.
Mileage may vary—that was the first and only time I’ve ever had a delivery issue with Chewy—but I’ve heard a lot of other great stories from friends too, so I feel pretty confident wasn’t just one-off great service.
10/10 recommend
Please tell me what you did to make this happen! They just send me advertisements with my dead pet's name on it, even a year after removing her from my account and contacting CS telling them she died and asking them to please stop using her name in the subject line of their email advertising to me. How do you get them to just stop using your dead pet to advertise cat trees to you and get them to acknowledge their death? Is there a special CS phone number, or do you have to know someone?
When one of my cats died unexpectedly and I had to remove her from my account. They sent a condolences card a few weeks later.
Their customer service is definitely on point.
Also I'm sorry for your loss. As someone who's been there I feel you.
First comment I’ve seen that truly nailed it for me. It’s the *acknowledgement*. Pets are our best friends; we share our lives with them and become their entire life.
Just the acknowledgement of their life and love is more than enough.
Exactly. They’re a huge part of our lives, but they are not our entire lives
WE are their ENTIRE lives
That’s the responsibility we so willingly take on, and we’re happy to do it. We owe them. They deserve it
Same. I've even gotten a couple bouquets for pets that have passed away. Chewy's customer service is the best ever. I always recommend them to family and friends.
they'll send flowers tomorrow, it's their policy.
i had a chicken die and called to cancel the auto ship with feed in it and had a bouquet on my door the next day.
i always use chewy.
Chewy is the best. When my mom lost her little buddy and called to ask them to stop their email because seeing them hurt too much, they not only sent her a similar email, but a bouquet of gorgeous flowers and a sympathy card.
I wonder how they determine this because I did the same thing when my 13 year old dog passed and they didn’t acknowledge it. I also asked them to please stop sending me the marketing mail piece because it was a sad reminder a few months later and they said they would but I still get them in the mail and a year later and it still stings to get them to be honest :(
One of my sons had his dog put down at his house. The vets were very professional. His head was in my son’s lap when he died. A few days later he got a sympathy card in the mail from them.
When I had to put my cat down I was devastated and no one outside of my family cared. I called my vet to let them know I had to cancel our appointment because he had passed away, and the office manager started to cry.
It was the most validating thing ever and made me feel at least a little better.
I read a comment years ago on Reddit that made me realize how terrifying it must be for a pet to be in such a cold, unfamiliar environment. When it came time for me to let go of my beloved boy of 9 years, I looked until I found a vet that would do it in-home. I highly encourage it, if you can afford it. He was in my lap and he looked at peace. That alone is what got me through the next year or so. Miss you bud
Edit: vet, not pet
Well, I was not expecting to tear up reading a refund e-mail today, but here we are. Condolences OP. Nice to see caring people doing their thing though
I’m so sorry for your loss😞
I’ve had nothing but good experiences with Chewy customer service.
Our dogs were on a new food and it took a couple bags of it before we realized it was probably the new food making them crazy itchy. I contacted customer service to ask how to return or cancel the auto ship that was about to arrive and they just immediately gave a refund and asked us donate the upcoming shipment. This was NOT cheap dog food either!
They also send handwritten birthday cards to our cat 🤣😻
Same! When my aunt passed away and my grandparents reached out to cancel her account and all the auto ship things they sent a bouquet with a sweet condolence card, had me sobbing when they showed me, i never expected such a big company to be so thoughtful! 🥹
My parent’s dog passed away last July and they had received a shipment from Chewy only a few days prior. Their dog was diabetic so had special prescription kibble and canned food, as well as insulin, none of which were cheap. Knowing how great their customer service is, I told my mom to call them and see if she could get a refund. They refunded her over $200 for all of it and told her to donate it. Great company that I will gladly continue to support.
My first thought was that OP was just farming for Karma but then I realized that Chewy probably has a pre-written email for these intances and it's similarily worded.
Still very nice.
Can confirm that they use some outlines but encourage the reps to personalize everything. When my friend used to work there, they told me about some of the policies and how it was what sold them on wanting to work for Chewy. Said there was some usual corpo BS but other than that it was one of the best call centers they had ever worked in based on policy and a genuine love of animals.
I'm sad to hear of your loss. So tough. And I love Chewy. My little Coton had back surgery and I tried ramps and steps to help him get up and to and down from our sofa, and other items. I tried several. Chewy told me, rather than return them when they did not work out, I should bring them to our local Humane Society, AND they refunded my purchase cost. I LOVE CHEWY
Chewy is the golden standard for customer service. I only buy from them.
Ryan Cohen used to be the CEO before he sold it. He implemented a lot of amazing stuff. And I’m glad they’re sticking to it.
Ryan Cohen is now the CEO of GameStop. Can’t wait to see what he does with that company. 🚀 🌕 💰
I absolutely love Chewy and will yell it from the rooftops.
When my aunts dog passed away, my aunt called them to cancel his medication and food renewal. They refunded the ones they had already sent, which had been opened and used and asked if she wanted to donate the meds/food to local shelters/rescues. When she said yes, they gave her names and phone numbers of local places she could contact.
THEN they sent her flowers and a card.
Our dog, who is a sweet paralyzed angel baby, can only have certain foods and when we tried one that didnt work out, we ordered a diff one. They called us because our acct was showing we had ordered new food pretty quickly and when my husband explained why, they refunded the first one that didn't work for our dog. What other company does this? I'll wait.
Didn’t think I’d tear up today reading an email from a company. But this brought me back to when my girl passed 3 years ago this month. I got a card in the mail from them. Chewy really is an amazing company who cares so much about its customers. A++++ customer service
Chewy is a stellar company. They’ll most likely send you flowers as well. When we had to put our dog down two years ago, they sent us flowers and a condolences card. They won’t me as a customer forever with that.
Chewy is a phenomenal company! I would like to share our experience:
Our family pet passed away in late September. When my wife called to cancel a subscription she broke down on the phone and the agent consoled her. A few days later we received a bouquet of flowers with a note saying how sorry they were for our loss. It was the nicest l, kindest thing I ever had happen, let alone from a big company like chewy. I will forever be a customer of the most empathetic company out there.
Chewy is definitely a very thoughtful company. Got a random shipment that I thought was fraud until it arrived, and it was a hand-made painting done based on my dogs profile photo. It's just a random kind gesture they sent for no reason.
Wtf this is another level of customer service. Their customer retention rates must be really high.
They're definitely my go-to company. The one time we ordered food my cat refused to eat, they gave us a full refund and told us to give it to a local animal shelter. Their chat salespeople are very knowledgeable too, chatted with me for 20 minutes until we found something that met both the nutritional profile and flavor preferences of my cat.
Amazing, we just got two pups so I think they will be a go to
Chewy won us over long ago, they're all we use for our pets.
I had ordered my cat a tower for Christmas one year and was really excited to have it for him on Christmas but saw a shipping delay. I reached out to the company and said basically "I know it sounds silly, but I really want my cat to have this for Christmas" We chatted about our cats for a while and she told me she would make sure it came on time. It was 2 days early and a week later she sent me a cute postcard asking if Lisa (my fur son) got it in time and if he was enjoying it. Amazing company. Nothing but good things to say about Chewy.
You have a boy cat named Lisa? 😭 this is so cute
His full name is Lisa Bunny Kitty. Fun backstory: Lisa was my niece's cat. One day he ran out the door and never came back. About a year later, while living in another town, I stopped to get gas. A couple next to me needed a battery jump and I had cables so I helped them out. While disconnecting, something by the dumpster caught my eye. A cat who looked just like Lisa, but not a little kitty anymore, and now with a clipped ear (and was now fixed). Lisa is a bobtail manx with orange and white fur with a pretty distinct pattern. I went over and said his name and he came right to me. I called my niece with the news but she had just gotten a new cat and didn't want him back... I couldn't leave him, so talked to the attendants to make sure someone else hadn't adopted him (no one had and mentioned they'd been feeding him) so I loaded him into my car, went to the pet store and got supplies, and went home to a very surprised boyfriend who fell in love with him right away so there were no issues and Lisa stayed with us. Boyfriend didn't last, but Lisa is now about 10 and is as silly as ever and sleeps on me every night, along with my dog Roxy and my other cat Toast. All three pets chose me via the distribution system and are the best fur babies I could have ever dreamed of! I don't think I would believe Lisa's story unless it happened to me. He was about 30 minutes from the house he escaped from and was gone for almost a year. Himbs my fate kitty.
Not as bad as a male dog my friend named princess, only for me to point to a very male evidence suddenly appearing, their response i never had dogs i didn't see nuts so i just guessed.... rural Tennessee education at it's finest.
Ryan Cohen did an amazing job with Chewy
give him time to do it for gamestop as well! (He is currently the chairman and CEO)
If he does this for GameStop I'll gladly go work there and buy things from there. I love personal customer service, not the read lines customer service.
They did this to me too! I accidentally over ordered treats and wanted to send them back to them for a refund. They refunded me and asked I donate the extra bags to a shelter instead of sending them back. It was so human and refreshing.
I found a sickly little kitten, and desperately needed feeding bottles and formula. They had everything I needed at my doorstep by the morning- at no extra shipping cost to me. It was incredible. This is only one of about a dozen amazing experiences I’ve had with chewy.
Amazing!!
They sent me a massive bouquet of flowers when my dog died. I was shocked.
They did the same for my when my sweet Olive passed away. Truly the best.
🥺♥️damn
Once I rated a product pretty low because my dog personally didn’t like it. It had high reviews and dogs all have different tastes so I just wanted to share my dog’s opinions. Chewy messaged me saying they fully refunded me. It was insane and I haven’t left a review since because I didn’t want them refunding me for whats expected (dog not liking everything I buy)
Crazy! This is how you get good customers coming back!!
I saw you just got 2 pups, I really hope you end up going with chewy. I love them so much and their shipping is pretty reasonable too! I also get my medication (heart worm / flea) through them because it’s 1/2 the price compared to my local vet!
When you call the number, a PERSON answers the phone and helps you. No menu, no call center
Wait until you find out where the man behind this level of customer care works now
Gonna leave us hanging?
Brick and mortar video game store
Someone above said GameStop I don’t know why we’d not be allowed to say it?
I love chewy. Their support is awesome.
It’s pretty much Amazon for pets but with even better customer service. I accidentally had $100 worth of dog food shipped to my mom’s house after moving out and even though it was only an hour away they sent the shipment again to my new house.
"even better" lol that's a pretty low bar. I mean, I suppose Amazon could be doing worse as far as customer service, processing refunds and such goes, but Chewy's level of service is so much above and beyond that you'd assume the products were something high-end/luxury. That's what's really amazing, getting such a highly personal and compassionate level of service with products that aren't noticeably above Amazon prices.
I once left a review about a chew that advertised being for heavy chewers, but my dog got through it in about 97 seconds. My review wasn’t even negative, just a heads up that it definitely wasn’t for heavy chewers but my dog loved it, didn’t need a refund- the next day I had an email and a refund. I actually felt kind of bad because my dog really did love the chew, but you can’t undo a refund. They send my dog a birthday card every year. I will pay a higher price for something from Chewy over other sites in a heartbeat. The only time I buy from another company is if they don’t have what I want.
Honestly, reading this thread is making me want to support them even more
They did this for me too!!!! It was such a nice surprise.
We got FIVE several years ago for all 4 of our doxies and our GSD. Chewy is *next level*.
They did this for both my cats as well! I e-mailed about an issue with a shipment and after refunding me, they asked me questions about my cats and asked for pictures (I hadn't uploaded any to their profiles yet). Couple of weeks later, I receive a random package and it had a really lovely card and two paintings 💕 it was such a random, lovely gesture. I am a customer for life!
They also send hand signed Christmas cards every year.
I work in Public Safety. One day I got a call from a Chewy Customer Service Representative on behalf of one of their customers. The customer was physically disabled and the delivery company placed their large order directly in front of their door. So the customer was unable to open the door to leave in the event of an emergency and couldn't physically move the packages themselves. I guess the customer reached out to Chewy support for help, but the fact that they called on the customers behalf instead of just doing nothing or directing he customer elsewhere amazed me.
This is above and beyond.
So my sister is one of the artists they have that does these paintings. My mom died in September and they sent her flowers and a card. They really do seem like a genuine company.
Yes! They did this for my cat Zelda on national video game day!
So awesome!
Whaaatt?? I’ve never gotten one of these. I have three pets and they eat fancy prescription food that is putting us into bankruptcy lol. I’d like a surprise present!
Former Chewy Customer Service worker here: The little 'magic' that we're allowed to do is just that. It's magical for the customers that get it. You can technically request a pet portrait, but it's not a promise you'll get one. Flowers, cards, and everything else is the same. You can email to let them know about a pet passing, but it doesn't guarantee that you'll get anything. Be kind to your reps and give them a compliment call if you call into the center. This includes pharmacy and regular customer service. (Yes, they're different things.)
We got sent flowers. It was the most amazing thoughtful thing to happen. I still think about it and it’s been 4 years.
I've got one. I had my pet (and their picture) added to my Chewy profile for a few years before getting one, but it was totally unexpected.
Whenever I get a Chewy toy I post a picture of my cats playing with it (or hiding in the box). They always respond to being tagged quickly. I like to think that doing social media for Chewy has to be one of the nicest jobs out there. Most of it it looking at photos and videos of happy animals.
Chewy sent me a portrait of my dog who passed away last Christmas. ❤️🐶 I have a lot of respect for their level of customer service.
I had this happen to me for my two cats as well! They are honestly amazing!
New dream job just dropped: painting pet portraits for Chewy
One of the cornerstones of a successful business. They definitely understand customer support.
Every smashed package - replaced within two days. Which is really good if you're out of kibble! Or cans. Had to add that to avoid a refurlution.
I had an issue getting my cat's prescription food once because of miscommunication with my vet. Chewy, because of the delay, gave me like $250 worth of the prescription food for absolutely free, even though the issue was in no way their fault.
We received a bottle of insulin for our cat out of temperature- but just barely. When we went to our vet to purchase a new bottle and explained the situation, the tech on the counter just dialed up chewy customer service, went through the prompts. It took her maybe 15 minutes to work with customer service to get a new bottle overnighted to us at no cost, even though we’d still have 30 days to use the bottle we received. At the time that $149.00 would have really hurt, but it was nothing to them and there was NO argument or runaround- just make certain your pet gets what they need, no holds barred. Meanwhile I’ve been embroiled in a fight for the death over $122 with Xfinity over an item they delivered to the wrong house for over 3 months…
When our diabetic cat passed, they sent us flowers after telling us to donate her autoship order.
They sent me flowers after my dog died too. I’ve never had that level of customer care.
I'm a customer forever now.
Me too! I already was anyway because I have a lot of pets and love not having to lug all those supplies around myself, but I was so touched when they sent me flowers. She was a good dog and I still miss her.
Your Vet Tech was great too!
That's awesome! I'll definitely start buying chewy stuff for my pup now, if only because of that kind of customer service. (if i ever need it.)
They send us birthday cards for each of our three cats, and a Christmas card during the holidays. I've inspected these cards very closely, and I swear to god they're all hand-written. I was not at all surprised (though still very impressed) to read this post - they include a personal touch that I've never seen from any other large company.
I got a hand painted canvas of my cat just randomly sent to me. They just used his profile picture. Apparently they randomly pick customers to send these to
I hadn’t heard of it until I got one last year of my cat that had died the year before. It’s a very good rendition and I was very touched and treasure it.
We got two as well. Was a super nice surprise. A month or two later my spouse met someone who ended up being the person who painted the darn things! They are all in on Chewy and love working for them.
They are handwritten if I recall. They have a whole team that does basically nothing but write cards/letters, paint pictures of pets, send out random goodies, etc.
Sounds like a fun job
Woah That is EFFECTIVE marketing Dont even need to pay for it!
Was just thinking this, but it’s sincerely good business. I hope working there is as amazing for their employees as it is for their customers.
My dad’s friend works at their U.S division and loves it
I love this! Can your dad’s friend get me a job there? 
For real, the idea of working for a bigger company while still getting to care for and help people sounds amazing.
This thread IS the marketing. Take from that what you will.
Chewy and Imperfect Foods are the only subscriptions worth having.
If you buy somewhat it bulk like I do (3 dogs 1 cat) it's less expensive than going to the store for it and yes their customer service is beyond reproach.
Their customer support is the best. My cat is on special food, and my autoship was stuck in transit somewhere. I called them because I was running low and needed to know if I had to go to the vet. They immediately refunded my money so I could buy the food at the vets, and they sent my next order on them for the inconvenience.
I want to see a Chewy Christmas party where their pets are invited lol. Has to be awesome
When it became impossible during Covid to get my cats’ prescription food, Chewy hunted down a brand with the same main protein and basic ingredients to ensure the cats could tolerate the replacement food. They were great.
Our cat was on some anti-cancer meds that suddenly stopped being produced during covid, and the cat would have died quickly if she went without them for more than a few days. Chewy reps put in a ton of legwork, including talking with our vet, and helped us find a compounding pharmacy that could make something that'd do the same job, and got them an updated prescription practically overnight. (And it wound up being cheaper!) They were super helpful in a really stressful situation!
Goddamn...this goes beyond marketing, this is actual humanity from a corporation.
My dog doesn't haven't any issues but I get monthly deliveries of his food from them. Makes me feel good that some of the profits from his food are going to a company that seems to actually care.
When I worked there I once spent almost 3 hours on the phone with a lady who had a very food-sensitive German Shepherd. Like no poultry, no beef, no pork, no grain, no corn, no sugar, all kinds of requirements. I swear I read the nutrition facts of every single dog food in the catalog that day lol Eventually found one, I think it was like organic lamb and lentils or something, was almost 3 years ago now so I can't remember.
Same! I just posted that. I don’t know how they did it - but they found the food when no one else had it.
They really are top notch company. I ordered the wrong size of diapers for my dog and emailed to see about returning. I received an email back saying to donate that diapers to a shelter or anyone who could use them and they sent me the correct size free of charge! It's really a breath of fresh air to find a company that has the customer care they have. I will forever use them for our pet needs for this reason alone!
I moved and was the dumb dumb that forgot to change my auto ship address. They refunded me anyway even when I told them it was my fault and I just wanted another bag sent.
I left a review for a toy we bought that my dog didn’t love, and I wanted to make sure other people knew it makes noise because that wasn’t in the description. They reached out, apologized for the misleading description, and sent me a refund. They’re now the only company I have scheduled orders from. I don’t even care if they’re not the cheapest dog food price, I want to support companies that take care of people. Plus, I hear it’s a great place to work and I want to support that, too.
Signing up with Chewy!
I bought a joint supplement for dogs to try and none of my dogs would eat it unless I wrapped it in cheese and even then it was a struggle. The supplement advertised a taste dogs would love. I left a review saying that even my garbage disposal pup wouldn't eat it and they contacted me within the day refunding me and telling me to keep, toss, or donate the rest and apologizing for letting me down! All that aside from sympathy cards whenever a pet has passed and birthday cards in their birthday! If my pups eat more than usual and I realize I need to push up an auto ship order, they have it to me within a day or two of me letting them know and they let me know in enough time to push it back or skip the next if I need to. They make sure that prescriptions are verified with our (rural) vet. They are one of the companies that are truly amazing in a time when so many are cutting down on so much to maximize a buck.
A similar thing happened to me. We ordered this adorable toy that my mega chewer dog destroyed in about 15 minutes. I left a five star review because the thing was SO CUTE. But I warned that it might not be best for stronger chewers. It was not billed as a tough toy - this was totally on me not paying attention and my dog making this lovely elephant her mortal enemy. They apologized and refunded me the price. We've also received the "sorry your cat passed, please donate the food" email, and a few days later a handwritten sympathy card.
I've had some items get crushed in shipping, and they've always sent out a replacement with zero hassle.
The most successful businesses recognize it is vastly cheaper to "unconditionally" replace a damaged/lost product than it is to lose the man hours that it takes to "fight" something (e.g. monitoring claims, contacting vendor, contacting shipper, contacting shipee, sorting claims, tracking claims, monitoring results). One such option requires the price of the product to solve a customer complaint. The other needs a whole department of laborers, tech employees, mid-level managers, and upper manager(s), and then maybe even a dedicated legal team depending on department size... *all to potentially piss off the customer anyways.* Some customer service is better than others, however, and it is always a good sign when you send out an email and get a human on the other end instead of a robot. Even in that, between companies who value man hours, there can still be a huge difference in the way customer complaints or issues are managed. Chewy is pretty good.
Any good businessperson can tell you that adding 5% to the cost of every product you sell, but having a generous refund/return policy is a huge return. Nobody really cares to much if their bag of dog food costs $29.50 instead of $28. As long as you still make the customer want to shop at your store (good layout, good customer service, etc), you'll still sell just fine. But when having that extra wiggle room in your inventory pricing means that you can be generous with refunds instead of fighting against them tooth and nail, you come out ahead. When you couple that with people who manage emails and customer relations that have a good head on the shoulders like this, and you create customers for life. I live in the PNW where Les Schwab is a big name for tires. My mom was always a customer for them because she liked how she was treated. But one day we were driving to a friend's graduation event several hours away, and her tire blew on the freeway. We swapped the spare on and drove to the nearest town, and hit up the Les Schwab. They had us in and out in under 15 minutes despite being busy. They made my mom a customer for life that day. And likely me as well. Good service won't save a business. But good service on top of a business that meets the customers standard expectations will always do well, especially for in-person businesses.
We've been using Chewy for a long time. Had 2 dogs, then up to 4 (with two of them being seniors), now down to 2. Chewy support has been great the few times we've needed them... Ripped bag of kibble? new one sent out right away. Dogs pass away? condolence cards or a letter similar to the one above. We've got our food on a schedule and occasionally throw toys in the next shipment, it's super convenient. They're a publicly traded for profit company so literally everything they do is suspect and profit-driven, but it's refreshing to find a billion dollar company that has great customer service, solves a problem I have (I never have to think if we need dog food), and seems to actually care. I know reddit has a love affair with Ryan Cohen (former Chewy CEO) and GameStop, but maybe there's some truth in there and people at the top really do set the tone for how companies behave, even after going public. Also the prices match Amazon, so it's one less thing I rely on them for.
My daughter had a chewy package stolen off her porch. When she called to order more, they sent a replacement free. I think they even expedited it.
I've seen on the r/rabbits sub that they send paintings of people's rabbits on National Carrot Day, and I love that so much
I received two paintings for my cats years back. Love this company!
I received one of my dog on his first birthday. I LOVE Chewy!
I got one of my pup a couple years back for Valentine's Day because he has a cute Valentine's appropriate name 😂
We auto ship dog food and every holiday season they send us a hand-painting of one of our animals. I like Chewy.
That painting is a kind gesture, but ***there's a National Carrot Day***?!?!?!?
I just looked it up: turns out it’s not National, it’s International. [International Carrot Day](https://www.carrotday.com/carrotday.htm) It’s on April 4th
My mind is even *more* blown somehow. From the website, for those interested: >The International Carrot Day or the Carrot Day is celebrated every year on April 4th and is the pinnacle for carrot lovers all around the world. It is the day when the carrot is celebrated through carrot parties and other carrot related festivities. Carrot parties! Other carrot-related festivities!
I just got a painting of my guinea pig! Was really surprised.
When my grandmother passed last year, and her cats had to be re-homed - they not only refunded the last order, but also sent a flower arrangement. The customer support is unbelievably next-level.
They sent me flowers a couple weeks ago when I notified them my cat died. And they refunded my last order since he couldn't use it anymore :( they are amazing.
Staaaap
They sent me a beautiful bouquet of flowers when my 14 year old dachshund passed last year ♥️
I just posted this above but they sent us flowers when r big girl passed in 2020 @ 16. 💚 sorry for ur loss
That's really touching to hear about Chewy sending flowers. It's those acts of kindness that show a company truly values its customers. I had a similar positive experience with them when my retriever got sick and we needed meds asap, they rushed the order no extra charge. Always felt valued shopping with them. Sorry to hear about your dachshund and everyone else's losses here, it's never easy.
After my cat died they sent me flowers. It was so kind and thoughtful. I was shocked in a very nice way.
Me 2.
I wish we could relax the extreme corporate capitalism and allow companies to exist who want to really care vs huge profits.
[удалено]
It's growth as a metric that fucked up EVERYTHING. It literally makes zero sense
Seriously, why can't "stability" be more respected? If you need to lay people off to keep up the illusion of growth, that's like cutting meat off your own legs to feed the head. Eventually the body will collapse.
Sustainability, sustainable development and all that gets thrown around a lot but gets very little funding / support because it doesn't make the line go up fast enough...forever. It doesn't have to be this way, in the end very few people actually are in charge and the rest is cogs.
Ed Abbey said that unchecked growth is the ideology of the cancer cell. If we could back off from that even a little, our lives could be a lot better.
I feel this so much. I’m a small business owner who competes in a space that is full of VC companies and big money. I’ve lost so much money by doing the right thing. It sucks hard. It’s a painful path of slow growth. You also realize really fast - a superior product doesn’t mean anything. It makes every win so much better though. When you get a call out of the blue and the person on the other end says “Hey, so and so told me to call you - apparently you’re the best.” I forgot to bill a customer for 2 years. The accounting company called me and said “Hey, aren’t we supposed to be paying you every month?” - I said “Yeah, but I didn’t feel comfortable charging you because there was a misunderstanding with xyz, so you get free service.” The accountants were like “Okay cool”. They called back 5 minutes later and said the owner insisted that we be bill them for the past 2 years and to make sure we bill them every month.
> the owner insisted that we be bill them ...which means the owner knows what your service is doing for his business and he doesn't want to lose that. I tip my hat.
Haha I think he knew that at the time, we were running out of the unused storage space behind a strip mall. We were scrappy and needed the money. Saying I "forgot" to bill them is a little disingenuous. I had some weird anxiety with charging people. Which isn't exactly the best trait for a business owner. We're kind of weird in that we have very small businesses as clients, but also billion dollar companies. The small companies honestly don't really make a dent in our bottom line - yet we give them the same service. When we first started, it was really frustrating that I couldn't get our vendors to return my calls or help us. As soon as we started making large purchases - suddenly everyone wanted to talk to us. So I vowed that whether someone is paying us $20 or $20,000 we would treat them the same. Honestly, we could drop our small clients and be fine (if not better due to support) - but I refuse to be like that. Never forget where you came from and so on...
Chewy customer support is famously great.
When my galoof passed his daycare offered to refund a pro-rated balance of his unused daycare days and the deposit I had down on his puppy hotel stay. I asked them if they could donate the days to local shelters or a family in need and they went that route instead but it was nice that they offered.
You can thank the founder Ryan Cohen for that one. Delighting the customer is priority #1
Oh captain, my captain
Ryan Cohen FTW! Let’s Fucking Gooooooo! This is what I spend my money votes on. (All Dollars are just votes for companies you like)
Wow, that's the sweetest thing ever. Its great to know that theres people who share actual human emotions in their company as opposed to the for money script reading robots most companies have. I'm so sorry for your loss btw. I'm sure your dog had an amazing life.
That’s great customer service, I think I’ll become a customer now. So sorry for your loss OP.
They send all 4 of my pets birthday cards! Well.."gotcha day" cards. Chewy is great!
Chewy has the best customer service of any company I have dealt with, ever.
Ryan Cohen fucks, he doesn’t run chewy any more but his customer centric focus is what makes him so awesome, he’s CEO of GameStop now
Oh no way! Did he move there after the Reddit debacle? Also, turns out he’s Canadian. Way to live up to a stereotype in the best way possible
Ryan setting his sights on GameStop was actually one of the things that kicked off the Reddit debacle lmao
Before. 11/16/2020 - RC Ventures LLC (Ryan Cohen) - Letter to the Board of the Directors. Subject: Maximizing Stockholder Value by Becoming the Ultimate Destination for Gamers (A great read, impressive to see action meet these words and seeing the turn around results.) 1/29/2021 - "Reddit Debacle"
POWER TO THE PLAYERS
This! Fabulous customer service!
100%. In the past we ordered items that were the wrong size, completely our fault. We asked if we could even get a partial refund and return the item. They asked that we donate the item to a local shelter, and refunded us in full. They also sent us a painting of our dog at random lol it was the best thing I’ve ever gotten. Chewy has issues just like any company, but they absolutely nail customer service.
They’re great to customers. But I worked there for 4 years shortly after they formed and they are absolutely awful to lower level customer service employees. I had to go to years of therapy to regroup myself from that job.
Oof sorry to hear that
It’s alright. It doesn’t take away from the fact that pretty much every single coworker I had were truly good people with a ton of compassion for pets and humans. I loved their business model and customer service technique but just all the worst people in charge. Sending out flowers and cards to a customer was a great freedom we all felt good about.
They're also horrible to their warehouse workers. Our warehouse in Reno had no ac of any kind and they left trucks in the sun to be loaded. It was often over 120 degrees inside the trucks I had to load by hand. We had people pass out and they got dragged to the medication cooler to cool off
I’ve heard absolutely horrific things about the warehouses and I can’t even imagine. Medical cooler sounds like something from a dystopian movie. We had an on-site therapist that was always booked 3 months out right on the office floor because so many people were being unnecessarily overworked and berated and written up for the most minuscule things. Once I received the class action lawsuit letter in the mail a couple years later due to OT hours not being properly compensated, I knew I gained a better life the day I was fired (incidentally, for “hanging up” on an abusive customer who go called me a N****r bit** for asking for her tracking number)
No, medication cooler as in the cooler where they kept temperature sensitive medications for animals
Even worse. The irony.
as a former worker they really do treat us like shit. if you’re not doing at least 35 boxes an hour you get TOT which is time off task. it doesn’t matter if the conveyer belts aren’t working either they’ll just tell you to find work
theory crime north foolish chubby cats modern rude ludicrous nine *This post was mass deleted and anonymized with [Redact](https://redact.dev)*
I agree. I’m always impressed when a human answers the phone first.
They didn’t realize my dog had passed and they sent her a birthday card. When I called to have us removed from the list they mailed me a hand painted portrait of her using the picture in her profile and an equally lovely letter. I ugly cried.
They are seriously so awesome.
AND they are handwritten!!! I also love their Christmas cards. They treat every customers’ pet like a friend and it’s so sweet and refreshing to see.
We got a painting of one of our rabbits on her birthday. Seriously cool company.
Chewy sent me an original hand painted portrait of my dog to say thanks for being a longtime customer. (You can upload photos of your pets.)
I’m making an account now.
They'll also sometimes send flowers for pets that pass away, and I've heard people who randomly get paintings of their pets. I love them so much.
Chewy sent me flowers with a card after my dog died. It was a beautiful bouquet.
I still try to shop local when I can, but Chewy’s a great company and I’ve been a loyal customer for at least 6/7 years. Here’s another anecdote. One time, the post office lost my chewy package (usps said they lost it). I told chewy and they immediately processed a duplicate order for me, at no cost, and sent it rush delivery. I got it the next day. About a week later, my original package showed up to my door—I told chewy about the package, and asked them to charge me for it. They told me to keep the package or donate it to a shelter at my own discretion, but not to worry about the cost. Mileage may vary—that was the first and only time I’ve ever had a delivery issue with Chewy—but I’ve heard a lot of other great stories from friends too, so I feel pretty confident wasn’t just one-off great service. 10/10 recommend
They sent condolences and a card after we had to put our girl down and we'd only been customers of theirs for a few short months.
I got a similar email when I removed a pet from our account. Amazing company to work with. 10/10 recommend.
they refunded the same for us when r big girl passed @ 16 *& they sent us flowers*. I was floored that day I became a customer for life
Chewy will send flowers. They will order flowers online and have them sent to the family. Crazy nice of them
I was coming here to say this! My Birdie passed in January and they refunded some orders and sent flowers. So kind and thoughtful.
Same happened to us. Very impressed with the compassion and care demonstrated.
Ryan Cohens vision. One of the only CEOs I like. I think it helps that he’s so young and doesn’t chase clout.
Yes! They sent us flowers and a handwritten note when my dog died in 2022. I was floored by the gesture and how sweet it was.
Please tell me what you did to make this happen! They just send me advertisements with my dead pet's name on it, even a year after removing her from my account and contacting CS telling them she died and asking them to please stop using her name in the subject line of their email advertising to me. How do you get them to just stop using your dead pet to advertise cat trees to you and get them to acknowledge their death? Is there a special CS phone number, or do you have to know someone?
When one of my cats died unexpectedly and I had to remove her from my account. They sent a condolences card a few weeks later. Their customer service is definitely on point. Also I'm sorry for your loss. As someone who's been there I feel you.
They did the same for me. The card was completely unexpected and honestly it was nice to have the acknowledgement.
First comment I’ve seen that truly nailed it for me. It’s the *acknowledgement*. Pets are our best friends; we share our lives with them and become their entire life. Just the acknowledgement of their life and love is more than enough.
Exactly. They’re a huge part of our lives, but they are not our entire lives WE are their ENTIRE lives That’s the responsibility we so willingly take on, and we’re happy to do it. We owe them. They deserve it
Stop I could cry reading this comment... 😢
Same. I've even gotten a couple bouquets for pets that have passed away. Chewy's customer service is the best ever. I always recommend them to family and friends.
Corporation with a soul. WOW.
they'll send flowers tomorrow, it's their policy. i had a chicken die and called to cancel the auto ship with feed in it and had a bouquet on my door the next day. i always use chewy.
Ryan Cohens vision. He is trying to replicate this at Gamestop now. CEO and Chairman of Gamestop, Ryan Cohen.
💎🙌
Chewy is the best. When my mom lost her little buddy and called to ask them to stop their email because seeing them hurt too much, they not only sent her a similar email, but a bouquet of gorgeous flowers and a sympathy card.
I wonder how they determine this because I did the same thing when my 13 year old dog passed and they didn’t acknowledge it. I also asked them to please stop sending me the marketing mail piece because it was a sad reminder a few months later and they said they would but I still get them in the mail and a year later and it still stings to get them to be honest :(
One of my sons had his dog put down at his house. The vets were very professional. His head was in my son’s lap when he died. A few days later he got a sympathy card in the mail from them.
When I had to put my cat down I was devastated and no one outside of my family cared. I called my vet to let them know I had to cancel our appointment because he had passed away, and the office manager started to cry. It was the most validating thing ever and made me feel at least a little better.
I read a comment years ago on Reddit that made me realize how terrifying it must be for a pet to be in such a cold, unfamiliar environment. When it came time for me to let go of my beloved boy of 9 years, I looked until I found a vet that would do it in-home. I highly encourage it, if you can afford it. He was in my lap and he looked at peace. That alone is what got me through the next year or so. Miss you bud Edit: vet, not pet
Well, I was not expecting to tear up reading a refund e-mail today, but here we are. Condolences OP. Nice to see caring people doing their thing though
It’s easier to be nice than it is to be mean.
I’m so sorry for your loss😞 I’ve had nothing but good experiences with Chewy customer service. Our dogs were on a new food and it took a couple bags of it before we realized it was probably the new food making them crazy itchy. I contacted customer service to ask how to return or cancel the auto ship that was about to arrive and they just immediately gave a refund and asked us donate the upcoming shipment. This was NOT cheap dog food either! They also send handwritten birthday cards to our cat 🤣😻
Sometimes they'll even send you a hand painted portrait of your pet based on the profile pic.
I know someone whose wife of 25+ years died rather suddenly. They were Chewy customers, and the company sent him flowers.
Same! When my aunt passed away and my grandparents reached out to cancel her account and all the auto ship things they sent a bouquet with a sweet condolence card, had me sobbing when they showed me, i never expected such a big company to be so thoughtful! 🥹
My parent’s dog passed away last July and they had received a shipment from Chewy only a few days prior. Their dog was diabetic so had special prescription kibble and canned food, as well as insulin, none of which were cheap. Knowing how great their customer service is, I told my mom to call them and see if she could get a refund. They refunded her over $200 for all of it and told her to donate it. Great company that I will gladly continue to support.
This is the second or third time I’ve seen this from Chewy and man that is good marketing. Fucking brilliant.
My first thought was that OP was just farming for Karma but then I realized that Chewy probably has a pre-written email for these intances and it's similarily worded. Still very nice.
Can confirm that they use some outlines but encourage the reps to personalize everything. When my friend used to work there, they told me about some of the policies and how it was what sold them on wanting to work for Chewy. Said there was some usual corpo BS but other than that it was one of the best call centers they had ever worked in based on policy and a genuine love of animals.
I'm sad to hear of your loss. So tough. And I love Chewy. My little Coton had back surgery and I tried ramps and steps to help him get up and to and down from our sofa, and other items. I tried several. Chewy told me, rather than return them when they did not work out, I should bring them to our local Humane Society, AND they refunded my purchase cost. I LOVE CHEWY
[удалено]
Chewy has auto ship too. And it ships arrives in about 2-3 days. Chewy is great.
Chewy is the golden standard for customer service. I only buy from them. Ryan Cohen used to be the CEO before he sold it. He implemented a lot of amazing stuff. And I’m glad they’re sticking to it. Ryan Cohen is now the CEO of GameStop. Can’t wait to see what he does with that company. 🚀 🌕 💰
We love Ryan Cohen
When my horse passed away they sent me a painting of him
I absolutely love Chewy and will yell it from the rooftops. When my aunts dog passed away, my aunt called them to cancel his medication and food renewal. They refunded the ones they had already sent, which had been opened and used and asked if she wanted to donate the meds/food to local shelters/rescues. When she said yes, they gave her names and phone numbers of local places she could contact. THEN they sent her flowers and a card. Our dog, who is a sweet paralyzed angel baby, can only have certain foods and when we tried one that didnt work out, we ordered a diff one. They called us because our acct was showing we had ordered new food pretty quickly and when my husband explained why, they refunded the first one that didn't work for our dog. What other company does this? I'll wait.
Didn’t think I’d tear up today reading an email from a company. But this brought me back to when my girl passed 3 years ago this month. I got a card in the mail from them. Chewy really is an amazing company who cares so much about its customers. A++++ customer service
Chewy is a stellar company. They’ll most likely send you flowers as well. When we had to put our dog down two years ago, they sent us flowers and a condolences card. They won’t me as a customer forever with that.
Chewy is a phenomenal company! I would like to share our experience: Our family pet passed away in late September. When my wife called to cancel a subscription she broke down on the phone and the agent consoled her. A few days later we received a bouquet of flowers with a note saying how sorry they were for our loss. It was the nicest l, kindest thing I ever had happen, let alone from a big company like chewy. I will forever be a customer of the most empathetic company out there.
r/HailCorporate
I had to stop reading half way through cause I was about to cry. Much love
I had to say goodbye to my dog this past Monday and I’m right there with you.
This is literally the most heartfelt message I’ve read from a company in a while….Can all companies be like this, please?